What Is...?

With this overview, find out how speech analytics can help call centers and companies improve services, reduce costs, and grow revenue by turning big data into actionable intelligence.
Posted July 11, 2014

Learn how call center workforce management and optimization solutions can help drive agent productivity and customer satisfaction.
Posted November 07, 2013

Created in 2003 by the Federal Communications Commission (FCC) and Federal Trade Commission (FTC), The National Do Not Call (DNC) Registry lists millions of phone numbers from consumers who do not want to be contacted by telemarketers or companies. The registry is part of the Telephone Consumer Protection Act of 1991 (TCPA) which curtails the use of prerecorded voice messages, aka robocalls, automatic dialing systems, fax machines and SMS messages. Fines for breaking the TCPA can be hefty: in 2012, Jiffy Lube agreed to settle a class action lawsuit for $47 million after sending unsolicited promotional text messages to consumers.
Posted April 22, 2013

Businesses have been increasingly employing self-service customer experiences, a win-win for both companies and customers: customers can access information anytime, anywhere through multiple channels while contact centers can keep their costs down. The concept has proved popular. According to a 2012 Aberdeen Research report, self-service has been deployed by 51 percent of contact centers that were surveyed. Additionally, Aberdeen found that self-service users are more than twice (34 percent versus 14 percent) as likely to improve the average cost per customer interaction year-over-year, compared to non-users.
Posted April 15, 2013

Knowledge management is basically the collaboration between all divisions of an organization, and can be thought of in terms of the adage, created once, used by many. One of the most frequently cited explanations comes from research firm Gartner Group which defines knowledge management as, "A discipline that promotes an integrated approach to identifying, capturing, evaluating, retrieving, and sharing all of an enterprise's information assets. These assets may include databases, documents, policies, procedures, and previously uncaptured expertise and experience in individual workers."
Posted April 08, 2013